Service Management Practices

Question 1

Service Level Management
(Service Management Practices)

Answer 1

Sets clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and manged against these targets

Question 2

Service Level Agreement (SLA)
(Service Management Practices)

Answer 2

Documented agreement between a service provider and a customer that identifies services required and the expected level of service

Question 3

Keys to a successful SLA
(Service Management Practices)

Answer 3

1. Related to a defined service
2. Agreement is between the service provider and service consumer
3. Must be simply written and easy to understand

Question 4

Service Request Management
(Service Management Practices)

Answer 4

Support the agree quality of a service by handling all predefined, user-initiated service request in an effective and user-friendly manner

Question 5

Three pieces of standard service request
(Service Management Practices)

Answer 5

1. Initiate
2. Approve
3. Fulfill

Question 6

Service Request
(Service Management Practices)

Answer 6

A request from a user or a user’s authorized rep that instates a service action that has been agreed as a normal part of sever delivery

Question 7

IT Asset Management
(Service Management Practices)

Answer 7

Plan and manage the full lifecycle of all IT assets, to help the org:

1. Maximize value
2. Control costs
3. Manage risks
4. support descision making about purchase, re-use, and retirement of assets
5. Meet regulatory and contractual obligations

Question 8

IT Asset
(Service Management Practices)

Answer 8

Any valuable component that can contribute to the deliver of an IT product or service

Question 9

Monitoring and Event Management
(Service Management Practices)

Answer 9

• Systematically observes a service or service component
• Record and report selected changes of state identified as events

Question 10

Events
(Service Management Practices)

Answer 10

Any change of state that has significance for the management of a configuration item (CI) or IT service

Question 11

Release Management
(Service Management Practices)

Answer 11

To make new and changed services and features available for use

Question 12

Service Configuration Management
(Service Management Practices)

Answer 12

Ensure that accurate and reliable information about the configuration of services, and the CIs that support them, are available when and where it is needed